At monday.com, we help teams get more work done. We are the best AI work platform that empowers teams to automate, build, and scale their impact end-to-end with tools that actually execute the work for you. With over $1B in ARR, 250,000+ customers, and a global team, we’re serious about building a product people love to use and giving our employees the same ownership and flexibility to shape the way the world works.

monday Service is built for long-term customer success, retention, and expansion across service-driven teams.

We believe customers stay and grow when they succeed from day one. The way teams operate immediately after purchase is critical to long-term value and satisfaction.

monday.com is looking for a User Retention Lead to own the post-sale experience for monday service customers. This is a senior individual contributor role with a clear growth path toward people management.

The role is based in Tel Aviv, Israel.

• Own retention strategy and execution for monday service across the full post-sale lifecycle

• Be responsible for the post-sale experience of every new account, including CX, implementation, CS, and any issues that arise

• Act as the first point of support and escalation when accounts face challenges

• Meet customers daily to understand pain points, usage patterns, and success blockers

• Work closely with CX, CSMs, implementation teams, and other ICs supporting the product

• Partner with product managers and engineers to share customer feedback and influence product improvements

• Act as the voice of the customer within the product organization

• Identify patterns and opportunities to improve retention, expansion, and customer health

• Leverage AI-driven insights to proactively identify risk and improve outcomes

• 5+ years of experience in customer success, retention, CX, or account-focused roles in B2B SaaS

• Strong understanding of post-sale customer journeys and lifecycle management

• Proven ability to collaborate cross-functionally and influence without authority

• High empathy combined with a structured, problem-solving mindset

• Comfortable owning complex customer situations end to end

• Builder mentality with a passion for creating processes and playbooks

• Strong English communication skills, written and verbal

What monday.com can offer you:

• Opportunity to join an innovative, proven company with big ambitions, competitive salary and benefits, bonus potential, and some roles are eligible to take part in the company equity incentive program
• A team that values transparency and collaboration while having fun while we work
• Monthly stipends for food, wellness, and commuter/remote work
• Fully dedicated learning and development team that provides opportunities for employees to grow, gain new skills, master AI tools, and participate in workshops
• Award winning work environment - named a "Best Place to Work" by Built In as well as "Great Place To Work" certified.
• We foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understanding
• A global work environment with employees in New York, Tel Aviv, London, Sydney, São Paulo, Tokyo, and more